"Tried NoMad London as a friend recommended the hotel to us - we've been looking for a new London hotel, but I am afraid to say that NoMad fell well short of expectations.
Based on other reviews, I'd say we've probably been unlucky with how things transpired, but also that doesn't change the fact that we had such an unsatisfactory stay, I wouldn't return. For those who don't fancy a long read - the upshot is that there are so many missing important smaller details, it adds up to feel like a poor stay.
We arrived at the hotel very early - due to an overnight International flight meaning we arrived in the morning, circa 10am. We did not expect the room to be ready, and we were told it was not, but the previous occupant had already checked out and the room would be placed on priority... simply give us your mobile number and we will text you. Fab.
We then went for a good walk and watched the hours roll by - 11am, 12pm, 1pm, 2pm - surely he must've written the phone number down wrong? No - it wasn't ready until 2:58pm - 2 minutes to 3:00pm. And as luck would have it, we were sat in the bar ready to get the keys - alongside 4 other couples, who'd been told the same story, and who's keys were ready at 2:58pm also... all the phones went at the same time. So it is a company policy to not give keys till 3pm - and that is fine - but starting your stay with a pointless, clear lie is a bad start.
Lobby stunning but unless you are taking afternoon tea, or a meal, you can't sit in the really nice bit - and it has many staff as "guard dogs" to prevent you from getting down there - so you end up in a slightly dusty library bar with luggage piled high at the entrance. Nice.
The rooms are stunning, to NoMad's credit. 214 for those interested. REALLY Nice room.
Our room, despite the long wait, was missing a robe, and it didn't have a restocked mini-bar. Poor for a five star hotel. We did mention this, politely, when we went back downstairs - and that we were heading out for dinner - and could someone sort it. No problem, we were told, very sorry but we will put it right. We arrived back hours and hours later, it wasn't done - then ten minutes after we bedded down for the night, with the do not disturb on the door, the housekeeping knocked, then entered the room, with us in bed, to deliver the robe and the outstanding drinks... 4-5 hours after being made aware. Even poorer.
I understand why a robe was missing as these were the comfiest robes I've ever had in any hotel, clearly the previous occupant took one home !!
The food is very good at NoMad, again to their credit. Breakfast both delicious and reasonably priced. Shame that the tip is included when the room service is ordered, and that it is hidden in the small print, even though the receipt asks for a further tip. Again, poor form. Gluten free options lacking at this hotel though. For the five star price point, not enough, poor staff knowledge evident on the room service phone also. Not good enough.
Then, to compound the issue, there was broken glass on the floor in my room. I only found this out when I stood on it, by the mini bar (we had not broken any glasses) - I cut my foot open, albeit only a little, but again - not great.
I'm afraid to say there were other issues too.
- We only received turn down once on a several night stay, despite not having the do not disturb on the door.
- Daily room cleans again did not restock the mini bar, which is frustrating.
- QR codes on the TV for the room service menu take you to a generic web page with no menus on it (again, little details, missing - the hotel manager when he reads this should try it - he'll see I am right!) - at least they do put a hard copy in the room.
- Numerous references to a door man in the hotel literature, who does NOT exist. Plenty of people smoking in the door way though. Nice. They can tell you in the reply he exists, but he only exists figuratively. Or he doesn't work Friday-Monday. Which would be bizarre.
- Once stopped at the door by an employee to ask "why I was there" - err - I'm staying here? - I've been to 13 countries in a month and I get I am in a T shirt and shorts, but I hardly looked that rough.... he was told off within earshot by another lobby employee who said "they're bloody staying here"
- Optional Service Charges and Donations to Museums on the Final Bill, which were not highlighted till queried.
- Subsequent extra £36 charge on further bill for mini bar usage - I am too busy and too tired from the trip to challenge it - but again, certainly a strange practise and certainly wrongly billed, too.
Based on the vast, vast majority of customer feedback, I am in the minority. So they're probably "getting it right" most of the time, but if you seemingly fall between the cracks, you end up with the short straw as I did.
Shame really. Planned to use this hotel for my bi-weekly trips to London for work. Now wouldn't ever go back, or go inside and spend money. I'll be going back to The Savoy on the Strand.
The hotel will act shocked at this review. I mentioned at check out it had been a poor stay, and the receptionist just sort of shrugged and wasn't really interested. The sort of "I don't get paid enough to care and don't want to have that unpleasant conversation" type of shrug. I won't go back, and I wouldn't take this review down unless they made a serious effort to compensate a really poor, four star at best, nearly £2000 stay."
